A man walked into a popular bank in Lagos to deposit some money. That morning, the bank was unexpectedly busy which meant he had to join a long queue.
Before he knew what was happening, a fight ensued between the lady in front of him and the cashier which immediately jolted him from his thoughts. The lady was visibly annoyed with the service she had received from the cashier. According to the lady, the cashier had ignored her while she was making certain enquiries about a particular financial transaction. During her rant, the cashier decided to ignore the lady and instead serve other customers without uttering a word or apologising to the lady in question.
The man admonished the cashier and instructed the cashier to apologise. The cashier rudely ignored his instruction instead proceeding to ask him about the reason for his bank visit.
This is just one of many examples of unacceptable customer service relations that individuals face on a daily basis. It is important as an entrepreneur to know and understand the importance of exceptional customer service and inevitably imbibe this culture and mentality in ones employees as it plays a crucial role in the growth of a business.
Are you guilty of this kind of behaviour in your working environment? If yes, maybe it is time walk on the right path to deliver excellent customer service.
We have compiled five ways to stand out from the crowd and deliver exceptional customer service.
First, respond as quickly as possible
One of the biggest factors in good customer service is speed, especially when a client is requesting something that is time sensitive.
Secondly, know your customers
Great interactions begin with knowing your customers wants and needs. Get to know your customers, remember their names and previous conversations.
Learn to listen properly, ask open-ended questions to elicit a customer’s needs and wants
The cashier in the story narrated, should have taken responsibility for her mistake and apologise or calmly and respectfully tried to understand the lady’s frustration and find a solution rather than ignore her. Not taking responsibility of your mistakes is a sure way to get a bad reputation.
On a final note,
Treat your customers right, remember that when you treat them right, they can refer you to other people who may be potential customers. Customers are for life, treat them well.
You may also suggest ways in delivering excellent customer service by making your comment in the box below.